Refund Policy

Effective date: 1 January 2025

Overview

This policy covers fees paid for succession planning consultations and advisory services provided by Magnolia Hub Consulting Pty Ltd. It does not cover third-party costs such as travel booked by the client, accountant fees, or legal fees from other advisers.

Cancellation by you

Succession Readiness Assessment and Exit Planning Consultation

• More than 14 days before Session 1: Full refund of any fees paid, minus a $150 administration fee.
• 7–14 days before Session 1: 50% refund of fees paid.
• Less than 7 days before Session 1: No refund, but you may reschedule once within 90 days without additional charge.

Family Business Transition Advisory (retainer)

• Retainers require 30 days written notice to cancel.
• Fees for the current month are non-refundable once the month has begun.
• Fees for future months are refunded in full upon confirmed cancellation.

Leadership Handover Planning (project)

• Before work commences: Full refund minus $200 scoping fee if we have already conducted preparatory research.
• After work commences: Refund calculated on completed deliverables. Completed sessions and drafted documents are non-refundable.

Cancellation by us

If we cancel an engagement due to consultant unavailability or conflict of interest, you receive a full refund of unused fees or the option to reschedule at no extra cost.

Rescheduling

Sessions may be rescheduled with at least 48 hours notice at no charge. Rescheduling with less than 48 hours notice incurs a $180 rebooking fee, except in cases of genuine emergency.

No-shows

If you do not attend a scheduled session without prior notice, the session fee is forfeited. We will attempt to contact you once by phone and email before marking the session as a no-show.

Deposits

Engagement deposits (typically 50% of fixed-fee consultations) are non-refundable once we have commenced preparatory work, including document review and scheduling.

Work already started

For project and retainer engagements, any sessions completed, documents delivered, or on-site visits conducted are charged at the agreed rate and deducted from any refund calculation.

Materials purchased on your behalf

If we purchase materials specifically for your engagement (e.g., printed report binding, courier delivery), these costs are non-refundable once incurred.

Refund process

1. Email info@toolkitmagnoliahub.click with your name, engagement reference, and reason for the refund request.
2. We acknowledge within 3 business days and provide a decision within 10 business days.
3. Approved refunds are processed to the original payment method within 14 business days.

Disputes

If you are dissatisfied with a deliverable, contact us within 7 days of receipt. We will review the concern and, where appropriate, offer a revision session at no charge before considering a partial refund.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If our services fail to meet consumer guarantees, you may be entitled to a remedy.

Contact

Magnolia Hub Consulting Pty Ltd
Office 8, 36 Example Street, Darwin NT 00000
Email: info@toolkitmagnoliahub.click
Phone: +61 8 0000 4180